At Duraflame, we strive to ensure your complete satisfaction with our products. Please read our refund and returns policy carefully.
Return Eligibility
Time Frame
Our refund and returns policy is valid for 30 days from the date of purchase. After 30 days, we cannot offer a full refund or exchange.
Condition Requirements
To be eligible for a return, items must be:
- Unused and in the same condition as received
- In original packaging
Non-Returnable Items
The following items cannot be returned:
- Perishable goods (food, flowers, newspapers, magazines)
- Intimate or sanitary goods
- Hazardous materials
- Flammable liquids or gases
- Gift cards
- Downloadable software products
- Certain health and personal care items
Return Process
Required Documentation
- A valid receipt or proof of purchase is required for all returns
- Please do not return items to the manufacturer
Refund Conditions
Partial Refunds
We may issue partial refunds for:
- Books showing signs of use
- Opened media items (CDs, DVDs, software, video games)
- Items not in original condition, damaged, or missing parts (not due to our error)
- Items returned more than 30 days after delivery
Processing Timeline
- We will notify you via email about your refund status once we receive and inspect your return
- Approved refunds will be processed to your original payment method within 30 business days
Sale Items
- Only regularly priced items are eligible for refunds
- Sale items cannot be refunded
Exchanges
- We only replace items if they are defective or damaged
- For exchanges, please contact us via email
Gift Returns
Gift-Marked Items
If the item was marked as a gift at purchase and shipped directly to you:
- You will receive a gift credit for the value of your return
Non-Gift-Marked Items
If the item wasn’t marked as a gift:
- The refund will be sent to the original purchaser
Shipping Information
Costs and Responsibilities
- You are responsible for return shipping costs
- Shipping costs are non-refundable
- Return shipping costs may be deducted from your refund
Shipping Recommendations
- For expensive items, we recommend using a trackable shipping service
- Consider purchasing shipping insurance
- We cannot guarantee receipt of returned items
Contact Us
For any questions about our refund and returns policy, please contact our customer service team.